In event planning, it’s practically a given that something is going to go wrong sooner or later. Whether it’s a minor hiccup like on-site registration that drags out longer than expected, vegan attendees with no menu choices, or a full-scale disaster like a missing keynote speaker, problems come with the territory in this field.
Yes, you absolutely can minimize the risk of problems with strategic planning, but some things will be outside of your control.
When things do go wrong, your response will shape your client’s perception of you and your services. A prompt, honest, and professional reaction will earn respect much more than placing blame or a panicked reaction.
We’ve put together a few guidelines and suggestions that will help you respond effectively to unwanted situations at your events.
A Few General Rules
Don’t panic. If your client, or their guests, see you lose your cool, the magnitude of the problem will seem much, much bigger. Besides, worry and panic are contagious—try not to spread them.
Be accountable. When something goes wrong, be it a missing delivery or a climate-control malfunction, don’t make excuses. Instead, work on resolving the situation. Communicate clearly with your client, and be honest if the situation can’t be fixed.
Consider resources that can help. In a recent blog, Reinventing Events recommends evaluating your resources when things go wrong. “If the badge vendor didn’t send enough badges, is there a FedEx Print Center you can call to see if they can do a quick print? If a sudden storm is knocking down your outdoor signage, is there a volunteer who can help you pick them up?”
Make sure your team is prepared, too. Make time to train your staff on how to respond when something goes wrong. Not only should they be focused on remaining professional and taking good care of event attendees, but they also should know what steps they should take. Maybe you want them to contact a specific manager to ask for instructions. Or, maybe you’ll want certain staff members to step in to help resolve a problem, possibly by fixing malfunctioning equipment or bringing in backup supplies.
Be Your Own Best Friend
One of the best things event planners can do for themselves and their clients is to have just-in-case plans, processes, and tools in place.
Each event should have a custom contingency plan, which should be completed in the earliest stages of your planning. You can’t prepare for everything, but start your plan by asking yourself what are the most likely, or most devastating, scenarios.
One example could be the possibility of a no-show, or extremely late, guest speaker. Your contingency plan should include professional speakers who can fill in on short notice. Your plan also should have information about the event attendees: In an article for Associations North, business speaker Thom Singer suggests pulling together an expert panel of four or six subject matter experts or admired people attending your event. He also encourages planners to find the best emcee they can to moderate. “Have the moderator interview all the panelists about their best ideas in regards to an important industry topic, then allow the audience to participate in Q&A with these masters of knowledge,” Singer writes. “With four or six on the panel no one individual needs to carry the whole presentation.”
Another logical topic to address in your plan is the possibility of severe weather or a natural disaster: Be prepared to move to another location, reschedule, or—if possible—shift to a virtual event. Speak to your venue in advance about severe weather policies. Have contact information on hand for area airports, public safety officials—even hospitals. (Along with your plan, consider getting event cancellation insurance.)
As you develop responses to potential problems, think about who will be responsible for which measure. Will you call the caterer when they misunderstand your order, or do you want another team member to take charge? Who will call the valet service if you need a larger parking team? Who will handle your Internet connectivity issues? After selecting the best team members for each responsibility, make sure they understand exactly what you want them to do. Provide detailed written procedures for them and talk it over to make sure there are no misunderstandings.
We also recommend creating an emergency kit. It is not unusual for brides to pack items that will help save the day when (not if) minor mishaps like a stained dress or broken heel occur on their wedding day. You should do the same with your event in mind. Events company East of Ellie wrote in a blog that they always bring a bag of random supplies to live events.
“A laptop, printer, and laminator on site for any last minute jobs is a must. We also have post-it notes, sharpies, pens, rubber bands, binder clips, a hot glue gun, paper, and anything else that can fit for event day.”
Along the same lines, insist that the vendors you work with, from your venue to entertainers, take the same approach. They should have backup equipment and supplies in place and ready to go when they’re needed.
One more thought: Try to remember that event mishaps aren’t failures on your part. The best you can do is prepare for as many possibilities as possible—and be calm and professional about situations you couldn’t control or anticipate.
The Bell Tower on 34th is a Houston-based venue for weddings, corporate events, parties, and other gatherings.
Contact us to learn more about how we can help you deliver an excellent event.